Refund policy

At Lilly's Boutique, we want you to feel confident and completely satisfied with every purchase. However, if the product does not meet your expectations, you have the right to return it within 30 days of receiving your order, without giving any reason.

Return conditions

  • Products must be returned in their original condition, unused and in their original packaging in order to receive a refund.
  • Returned products must include all original labels and accessories (if applicable).
  • Returns of used, damaged or incomplete products will not be accepted.

How to return your item(s)

  • Send an email to support with the subject line: Return + order number.
  • Our customer service team will respond within 24 hours and provide you with the return address and next steps.
  • Carefully pack the product in its original condition and packaging.
  • Send the parcel with tracking (Track & Trace). Recommended service providers: DHL, UPS or FedEx
  • Upon receipt and inspection, the product will be returned to the warehouse.
  • The refund will be made within 4 working days of approval of the return and should appear in your account within 4–6 working days, depending on your bank. The total processing time is therefore approximately 10 days.

 

Please note: The customer is responsible for the cost of the return shipment. Please select a shipping service with tracking (e.g. DHL, UPS or FedEx). We do not provide pre-printed return labels.

We offer free shipping for most products. However, if shipping costs have been incurred, these will be refunded together with the order refund.

Exchange policy

  • You can request an exchange within 30 days of receiving your order.

Conditions:

  • The product must be unused, in its original condition and in its original packaging.
  • The exchange only applies to the same product in a different size or color (if available).
  • The return must be sent with tracking (Track & Trace).
  • Both the cost of returning the item to us and the cost of the new shipment will be covered by Lilly's Boutique – the exchange is completely free of charge.

Procedure:

  • Send an email to support@lillys-boutique.com with the subject line: Exchange + order number. Please specify which product you would like to exchange and for which size or colour.
  • We will respond within 24 hours, confirm availability and provide you with the return address.
  • Return the product with tracking (recommended service providers: DHL, UPS, FedEx, DPD).
  • Once we have received and confirmed the return, we will send you the new product free of charge.

Damaged products

  • If the package is visibly damaged upon delivery, please refuse to accept it and contact us.
  • If the damage is only noticed after delivery, please send us an email to support@lillys-boutique.com within 24 hours.

The message should include:

  • Your order number
  • Clear photos of the damaged product and packaging
  • A brief description of the problem

In the event of confirmed damage, you can choose between:

  • Free replacement – return and new shipment at our expense
  • Full refund – including return shipping costs

Cancelling an order

  • An order can be cancelled within 24 hours of placing it, as long as it has not yet been forwarded for processing.
  • To cancel an order, send an email to support@lillys-boutique.com with the subject line: Cancellation + order number.
  • After 24 hours, the order will be forwarded for processing and can no longer be cancelled. However, you can return the goods in accordance with our return policy.

Contact information

Customer service opening hours:

  • Monday – Friday: 09:00 – 18:00
  • Saturday: 09:00 – 12:00
  • Sunday: Closed